Problem Manager

Customer Success and SupportHybrid Remote, San Jose, Costa Rica


Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.

Role Summary

In this role, you will join an established team of professionals in the Global Incident and Escalation team, who are responsible for leading and remediating high severity events with varying scope and impact. This is a senior role at Splunk requiring an individual who can take charge and lead a multi-disciplinary approach in problem management, collaborating across the functions and groups to drive the “so what” part of the investigation.

This role is not for those just following a detailed process– we are looking for an operations professional comfortable in true problem management who can be the change agent to analyze deep and find hidden opportunities to continuously improve our products and services for our customers.

The Problem Manager is responsible for managing the life cycle of "problems”. This includes preventing incidents from occurring, and if incidents do occur, prevent them from occurring again; as well the curation of RCA and RCM documentation for critical customer issues. The Problem Manager analyzes Incident and Escalation data, identifies issues, and works across the company to solve problems through a robust Post Incident Review (PIR) program.

The ideal candidate will have excellent problem-solving skills, be highly analytical, is a strong teammate, comfortable with ambiguity, customer enthusiast, comfortable with change, and experience working in a fast-paced environment.

What you'll get to do

  • Reporting – manage a set of metrics, including appropriate categorisation to identify trends, clusters and hotspots that will point to likely focus areas for the future incident prevention. Reporting may include, proactive trending, seasonal/geography specific analysis, recurring incident volumes, high business impact problems.
  • PIR Meetings - Jointly own and lead post incident review discussions with the lead Incident Commanders and the wider incident response teams to identify improvement opportunities across all pillars of process, people and tools.
  • Root Cause Analysis – Collate information available from both the past (known errors) and present, and establish objective statements on high severity events that can be shared with the internal and external partners.
  • Major problem management - detailed reviews are conducted on major problems, including those stemming from major incidents, to identify root causes and detailed action plans to prevent recurrence and customer meaningful outcome.
  • Handle incoming requests
  • Maintains onboarding and educational materials
  • Maintains Problem process documentation
  • Publish complete Root Cause Messages
  • Works on Splunk related projects as needed
  • Obtains internal/ external feedback regarding the program, turning them into actionable plans to improve process/ procedure
  • Actively drives the creation and improvement of problem tickets in partnership with Incident Management
  • Influence across the organization with data to drive the implementation of preventive measures and improvements .
  • Conduct in-depth analysis of incidents
  • Manage the complete implementation of root cause fixes and supervise the creation of knowledge articles.
  • Established experience in ITSM Tooling for Problem Management at modular level and how it interlocks with Incident and or Change subject areas
  • Promote awareness of standard processes for incident management.

Must-have Qualifications

  • BS/BA degree with 4 years related experience, or 6 years industry experience.
  • Advanced ITIL certification or industry certifications which can contribute to the experience requirement.
  • Demonstrated analytic capabilities
  • Excellent communication skills, written and spoken
  • Most importantly, you think action-first and passionate about delivering with a strong desire to learn.

Nice-to-have Qualifications

  • Experience building related programs, or inspiring change and transformation is a plus
  • Splunk experience is always a plus, but not required. We do offer extensive (free for employees) training programs to help you understand and fully use our products.

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.




Base Pay Range

Costa Rica

Base Pay: CRC 20,000,000.00 - 27,500,000.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at

Thank you for your interest in Splunk!